Service Desk Team Lead

Acumen Technology•Nashville, TN

8d•$65,000 - $82,000•Hybrid

About The Position

The Service Desk Team Lead is responsible for supporting the manager or senior team leader in delivering IT services to customers while actively contributing as a working member. This role serves as the first point of escalation for team members and collaborates with other service leadership to resolve team and customer issues. The Team Lead ensures high-quality service delivery by contributing to daily operations, monitoring performance metrics, and driving continuous improvement. This position requires strong organizational skills, a sense of urgency, sound decision-making, and the ability to prioritize effectively. Key responsibilities include: · Overseeing advanced technical support and resolving complex issues. · Acting as a liaison between the service desk, other IT departments, and business units to ensure seamless service delivery. · Monitoring SLAs, reporting on team metrics, and contributing to the financial success of the service team.

Requirements

Strong leadership and team management skills.
Excellent organizational and prioritization abilities.
Customer-service mindset with focus on professionalism.
Effective communication and interpersonal skills.
Technical proficiency in IT service management and troubleshooting.
Ability to work under pressure and maintain a positive attitude.
Proficiency with ticketing systems and remote support tools.
Strong troubleshooting skills across hardware, software, and network environments.
Familiarity with cybersecurity principles and data protection best practices.
Knowledge of organizational policies, compliance standards, and service desk KPIs.
Awareness of emerging technologies and trends in IT support.
3-5 years of relevant IT service desk or technical support experience

Nice To Haves

Prior customer service experience preferred
Prior leadership experience preferred
CompTIA A+
CompTIA Network+ or equivalent networking certification
CompTIA Security+ or equivalent security certification
Microsoft Azure Certifications

Responsibilities

Overseeing advanced technical support and resolving complex issues.
Acting as a liaison between the service desk, other IT departments, and business units to ensure seamless service delivery.
Monitoring SLAs, reporting on team metrics, and contributing to the financial success of the service team.
Lead, coach, and mentor service desk support technicians but will not have direct reports.
Foster a positive and professional team culture aligned with company values.
Oversee daily service desk operations with coordinator to ensure efficiency and effectiveness.
Monitor service quality, customer satisfaction, and incident resolution times.
Manage high-priority incidents or service requests escalated within the service desk.
Act as a liaison between the service team, other departments, and senior management.
Ensure clear communication of priorities, changes, and expectations.
Maintain and update documentation related to processes, procedures, and service delivery standards.
Implement changes to improve efficiency, effectiveness, and customer satisfaction.
Participate in strategic planning for services, aligning support with broader business objectives.
Proactively identify areas for IT improvements within the customer base.
Provide technical guidance and support for complex issues.
Ensure adherence to best practices and service standards.